buncombe county
Free 24/7 Confidential Multilingual Community Service Information Line
2011 results
2011 annual report 2-1-1 in buncombe county Volume of Service
Top Caller Needs
*includes followup, advocacy and crisis
43.1%
Housing Shelter
5,099
Individual & Family Support
32,191
20,000
2007
2008
42,505
2009
46,473
44,642
2010
2011
Top Five Needs by Financial Request Financial
Calls
$230,656
1,632
Utility Service Expense
$186,728
2,714
Utility Deposit
$33,942
386
Burial/Cremation
$11,900
16
$8,721
150
2%
9%
Volunteers and Donations
Mental Health and Addictions 839
2007
Top Five Unmet Needs
Housing Expense
Medical Care
1,000
Education
Legal, Consumer and Public Safety Services
2,000 42,791
2%
10%
Call Volume Trend 40,000
Information Services
Health Care
specific inquiries about human services Contract: providing services to 46.5% callers via contracts with outside 4,709 agencies Advocacy: taking steps on 2,500 behalf of2,203 callers to overcome barriers to services Crisis: performing crisis Utilities Community Food intervention to ensure the safety Services of callers or others
60,000
3%
12%
Utility .2%Deposit of callers and identifying appropriate resources $31,421 Home Rehab 8.6% Information: responding to $12,500
7,229
Other Government and Economic Services
Individual, Family and Community Support
Referral: assessing the needs
1.6% Medical Bill Payment $83,395
3%
13%
Utility Service Payment $341,020
$349,968
Transportation
Housing and Utilities
Online Visits: 11,046 Financial Needs Expressed: $879,159 UniqueTotal Visitors: 7,741 Housing Expense Call Types
3%
25%
Calls: 44,642* Call Records: 31,451
• Utility Service Expense • Housing Expense • Transportation Expense • Food Pantries • Christmas Programs
807 548
2008
Food/Meals
2009
7%
1,004
2010
2%
1,013
2011
Employment
<1%
6% Income Support and Assistance
3% Clothing, Personal and Household Needs
Arts, Culture and Recreation
<1% Disaster Services
2-1-1 caller story
what 2-1-1 callers are saying
“I had no idea there were so many people willing to help. Because of 2-1-1, we’re golden.” That’s what Mr. Taylor said when Keith, a 2-1-1 referral specialist, called to see how things had progressed after their initial contact.
If the backbone of our service is our comprehensive database and wide array of technological avenues to connect to it, then the heart is the human connections we develop through our caring, highly trained, referral specialists.
When Mr. Taylor first called 2-1-1, he was unable to work due to a health crisis. He, his wife and three children had been staying with friends for the past six months. The landlord had discovered them, and the Taylors were forced to leave.
We asked our callers what they thought of 2-1-1, and here’s what they said:
2-1-1... • points me in the right direction. • has that personal touch. • helps me find the resources I need. • has the latest information. • provides options for finding help. • is the place to turn when searching for services.
Facing homelessness, the Taylors needed a number of resources to get on their feet. Keith connected them to housing programs, transportation assistance so his wife could look for work, food assistance, and rent and utility assistance for the new home. At the time of follow up, they had lined up assistance to move into their new apartment and had even connected friends to resources they didn’t know existed before calling 2-1-1.
2-1-1 by the numbers scale and scope
61,320 hours of operation by 2-1-1 in a year
percent of the U.S. now served by a 2-1-1
84
87
percent of North Carolina served by the NC 2-1-1 system
counties currently served by Ashevillebased United Way’s 2-1-1 of WNC
4
community resource database
2,207 providers listed in the 2-1-1 database
percent of providers listed that are nonprofit organizations
44
56
quality and performance
percent of callers stating they learned new information about community resources by calling 2-1-1
95
percent of service providers stating they are better able to address client needs because of 2-1-1
percent of calls answered within 30 seconds or less
percent of providers that are public or government entities
91
28
82
quality standards in 2-1-1’s accreditation
connect with 2-1-1 2-1-1 1-866-401-6342
211wnc.org
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Thank You to Buncombe County Underwriters Platinum:
Gold:
Blue Ridge X-Ray Progress Energy